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End User Support Specialist

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Company Name:  Brookdale
Job #:
Job Type:  Full Time
Job Category:  Telecommunications
Location:  Milwaukee, WI
Job Description:  
Brookdale Senior Living - 6737 W. Washington St. Suite 2300 Milwaukee, WI 53214
Job #: EUSSCOmkeWI43827

Brookdale. Bringing new life to senior living.

Job Summary:
Provides first level of support to Brookdale associates who are having system and procedural issues. Key responsibilities include call handling, call tracking, problem diagnosis, end user education, resolution & escalation. Also, includes working with other Brookdale teams to understand specific applications and systems.

Your responsibilities:
* Provide phone support in a high volume, fast paced environment, including documenting all customer requests for resolution or information within a service management system. Meet or exceed standards for resolution and call responsiveness
* Adapt to process and procedure changes to promote a world class support organization
* Isolate the incident, determine cause and take action steps necessary to resolve the issue and verifies resolution with associate
* Work directly with other teams to understand end user needs for applications and systems
* Provide escalation support and coaching to other End User Support associates
* Identify and communicate common end user support topics. Work with other Brookdale teams to identify and implement resolution
* Perform project work, as assigned, related to hardware and software rollouts
* Stay informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams
* Route accurate and detailed descriptions of unresolved problems to the appropriate support personnel
* Establish and maintain effective working relationships with all associates, vendors, customers and management
* May be called upon to travel for support and project work as needed
* Encourage teamwork through cooperative interactions with co-workers

Required Skills:  
Required skills and qualifications:
* Associate Degree or higher preferred
* Three to five years related customer service experience required, phone support is desired
* Strong communication, planning, and organizational skills

If you''re a Brookdale associate, please consider referring someone through the Good People Program!

Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.

Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.

Wednesday - Jul. 17, 2019
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